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Frequently asked questions

When are we open?
Is personal information kept confidential?
I've been told there is a ‘conflict of interest’? What does this mean?
What if I need an interpreter?
What if I have a hearing or speech impairment?
What can you expect from VLA?

When are we open?

Victoria Legal Aid's (VLA) offices and Legal Information Service are open between 8.45 am and 5.15 pm Monday to Friday (except public holidays).

Is personal information kept confidential?

We keep your personal information confidential, and we keep the legal advice you get from us confidential. However we may disclose your personal information when:

  • it will assist us to recover any overdue payment you owe to VLA
  • there is information regarding possible child abuse
  • it is necessary to reply to an application under section 360A of the Crimes Act 
  • we are required to so by any other law.

To find out more about Victoria Legal Aid’s information handling and privacy policies. See FOI, privacy and complaints.

I've been told there is a ‘conflict of interest’? What does this mean?

There are laws in Victoria about how and when lawyers can not provide legal advice. All lawyers have to follow these laws.  

One of these laws means that if any of VLA’s lawyers have ever helped someone involved in your case, we may not be able to give you legal advice or represent you at court. This is called the rule against conflict of interest.

If VLA are not able to help you because of a conflict of interest, we can still:

  • give you general information
  • refer you to another lawyer or organisation for legal advice
  • refer you to another lawyer or organisation for legal representation.

You can still apply for a grant of legal assistance from VLA, even if VLA has a conflict of interest. If you are successful we will provide the funding to a private lawyer to represent you (see Funding cases).

What if I need an interpreter?

If you need an interpreter, let us know when you contact us. When we give you legal information or legal advice, we can arrange an interpreter for free.

If you are going to court and need an interpreter, ask your legal aid lawyer to arrange one. In many cases this will also be free.

The only time that you may pay for interpreting fees is if you get a grant of legal assistance and we require you to pay back a contribution or charge (see Funding cases).

More information about the use of interpreters and translators is available in VLA's Interpreter and translator policy.

What if I have a hearing or speech impairment?

Call the National Relay Service (new window) and ask to be connected to Victoria Legal Aid. Call TTY/voice: 133 677 or 1800 555 677 (country callers) or SSR/speak and listen: 1300 555 727 or 1800 555 727 (country callers).

What can you expect from VLA?

Our staff observe the highest standards of ethical and professional behaviour. VLA lawyers and VLA-funded private lawyers and barristers are required to comply with their professional and legal obligations as legal practitioners.

We provide a respectful, courteous service and listen to your concerns. We will give you information about the services we offer. We provide a safe environment for you. We respect your privacy and you can access your personal information that we hold.

We will be impartial and open with you in assessing your inquiry or case, and provide a realistic assessment of it. We will give you accurate information, within a reasonable time. You will be advised on the progress of your case or inquiry.

You will be informed in writing about costs, even when you do not have to pay. When your legal matter is completed, we will inform you in writing about anything you need to do and what is likely to happen.

Related publication

Client service charter - PDF, 511.0kb Brochure about what you can expect from us and what we expect from you when you use our services